In brief. Thirty days to return anything, for any reason at all. Two years of cover if it turns out faulty. Since you paid a courier in cash, refunds travel back by bank transfer to an account you nominate.
What the law guarantees
Directive 2011/83/EU gives consumers buying at a distance 14 days to withdraw from the contract, with no explanation owed and no penalty. That is the minimum the law will accept, not a target.
Gardy Craft works to 30 days. The additional sixteen are ours to give and we give them freely — they sit on top of your statutory rights and subtract nothing from them.
Letting us know
Tell us before the thirty days are up. Any clear statement will do; no particular form is required. Write to support@gardy-craft.com with:
- Your order reference and the date the parcel arrived
- Your name and delivery address
- What is coming back
- The IBAN and account holder name for your refund
Every withdrawal is acknowledged in writing, and the return address comes with that acknowledgement. Please wait for it before posting anything — parcels sent to the wrong place come straight back to you, unopened.
Sending it back
Return the goods without undue delay, and in any case within 14 days of telling us you are withdrawing.
- With everything that came in the box — parts, accessories, manuals, anything free
- Packed to survive the journey; the original carton if you kept it
- By a tracked service, and hold on to the receipt
Who covers the return postage
| Circumstance | Return postage |
|---|---|
| You simply changed your mind | You |
| The item is faulty | Us |
| It is not what was described | Us |
| We sent the wrong thing | Us |
| It was damaged in transit | Us |
Where the cost falls to us, we either arrange collection ourselves or reimburse a standard tracked service against a receipt.
How used is too used
Handle and examine the goods as you would in a shop. Your liability extends only to any reduction in value caused by handling that goes beyond establishing the nature, characteristics and functioning of the item.
Put plainly: unpacking it, assembling it and trying it out still earns a full refund. Something visibly damaged, heavily used, or fitted with consumables may be refunded at a lower figure — and where we intend to deduct anything at all, we tell you the amount and the reasoning in writing beforehand.
How the money comes back
There is no card to credit, because a courier took cash. Refunds go out by bank transfer to the IBAN you supply.
- Paid within 14 days of the goods reaching us, or of your proof they were sent, whichever is sooner
- Covering the price of the goods plus whatever standard carriage you originally paid
- Where you chose a faster service than our standard, we refund at the standard rate
- In the currency you paid. We charge nothing to send it; your own bank may charge to receive it
Faulty, not simply unwanted
Quite separate from the withdrawal right above, Directive 2019/771 provides a two-year guarantee of conformity running from delivery. Where within that time an item proves defective, fails to match its description, or does not perform as it ought, you may require:
- Repair or replacement, free of charge and within a reasonable time; and where that is impossible, disproportionate or not done in reasonable time —
- A reduction in price, or the contract unwound and your money returned.
To open a claim, email us the order reference, a description of the fault, and photographs or a short video that shows it. Within five working days we will tell you how we propose to put things right.
The guarantee does not extend to fair wear and tear, misuse, accidental damage, unauthorised repair, or disregarding the manufacturer's instructions.
The few things you cannot return
EU law permits certain goods to fall outside the withdrawal right. Across our range that comes down to:
- Anything made to your own specification or clearly personalised
- Sealed goods unsuitable for return on health or hygiene grounds, once unsealed
- Items which after delivery become inseparably mixed with something else
None of that touches your rights where goods are faulty.
The easiest cancellation there is
Refuse the parcel on the doorstep. No return postage, no refund to process, nothing owed by anyone. See Delivery.
Where returns go
Please do not post anything before speaking to us — the warehouse handling returns is not necessarily the registered office. That office is:
FLOFUM, S.L.
Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain
support@gardy-craft.com
If we cannot agree
EU consumers unable to settle a return or refund with us directly may refer it to their national consumer protection authority, or to an alternative dispute resolution body where they live. Nothing in this policy affects your statutory rights.